Sales and Customer Care Consultant - Italian

YOOX NET-A-PORTER GROUP is the world’s leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger between YOOX GROUP and THE NET -A-PORTER GROUP in 2015.

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTER and MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all "Powered by YNAP".

The Sales and Customer Care team are now seeking a talented Sales and Customer Care - Italian to join the team based in our offices in Charlton.

You Will:

Act as a brand ambassador for THE NET-A-PORTER GROUP ensuring an outstanding service and shopping experience are provided for our customers with every contact, in all forms of communication (current contact channels include; telephone, email, live chat and social media)

Excellent knowledge of THE NET-A-PORTER GROUP brands; customer service provided, products and brands stocked

Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond

Actively promote excellence in customer service, leading by example, by being directly involved in and helping the consultants to:

assist customers to register online and/or to process their orders

assist customers with product enquiries

communicate promptly any information to customers about their orders

assist customers with any issues with regards to their returns or their orders via emails or by phone

deal with customers with late returns and faulty goods

handle difficult customers with professionalism

Deal with complaints and escalation process as appropriate

Maintain and promote a high level of service awareness at all times

Promote and lead by example in the active use of order tracker and order database